Offer summary

Qualifications:

1+ year of experience in customer support or customer-facing roles in tech companies., B2+ English proficiency with excellent written and verbal communication skills., Strong problem-solving and technical troubleshooting skills, along with attention to detail., Experience with customer service tools and help center article creation..

Key responsabilities:

Communicate with customers via the Intercom in-app chat and resolve their inquiries.

Create help materials, including how-to guides and videos, to enhance self-service support.

Collaborate with internal teams like Product, Sales, and Customer Success to improve customer experience.

Participate in small projects such as onboarding support and feature overview videos.

Job description

SplitMetrics is a global software company offering an ecosystem of products and services that serve as a growth engine for top mobile-first businesses worldwide. Our ecosystem includes:

SplitMetrics Acquire, a platform for automating and optimizing Apple Search Ads.
SplitMetrics Optimize, an A/B testing platform recognized as the ASO Tool of the Year.
SplitMetrics Agency, a full-service mobile marketing agency staffed by top experts.
App Radar: an ASO platform with advanced keyword and competitor insights.

Why SplitMetrics?

For almost 10 years, we've been at the forefront of the mobile marketing industry, providing an ecosystem of market-leading technologies.
An Apple Search Ads Partner, SplitMetrics is the 1st company to build the Apple Search Ads management platform.
Working with top mobile companies and brands globally: Skyscanner, Glovo, Flo, Babbel, Wooga and many more.
Generating an impressive transaction volume, with over $1 billion in ad spend flowing through our ecosystem.
Integrated AI into our strategic approach since 2023.
Effectively collaborate across 20+ countries with a remote-first and supportive culture.

About the role:

The L1 Support Manager provides assistance to users across our ecosystem, including SpliMetrics Acquire, Optimize, and AppRadar, via Intercom in-app chat. This role focuses on resolving customer inquiries and creating help materials, such as articles and how-to videos, to enhance self-service support. Collaboration with Product, Sales, and Customer Success teams ensures a smooth customer experience and continuous product improvement.

In this role, you will:

Communicate with customers via the Intercom in-app chat.
Take ownership of customer issues and see them through to resolution.
Escalate a problem to other internal teams as appropriate.
Follow support processes and best practices.
Pass on customer feedback to the Product team and provide users with updates about the upcoming features.
Collaborate with Sales, Customer Success & PMM teams.
Create and update how-to guides and feature overview articles for our Help Centre.
Create short how-to videos with the description of our product and features (screenshare of the product + AI voice on the background).
Create Playbook documentation describing processes and feature peculiarities to share knowledge with the set of the team.
Small projects participation e.g. Product Tours creation, feature overview videos for Sales and CS, onboarding support for new customers, etc.

About you:

1+ year of experience in customer support or customer-facing roles in tech companies.
B2+ English proficiency.
Strong problem-solving and technical troubleshooting skills.
Excellent written and verbal communication skills.
Ability to manage time effectively and prioritize tasks.
Strong attention to detail and a customer-first mindset.
Experience with customer service tools (e.g., Intercom, Zendesk).
Experience with help center article creation.
Experience with utilizing AI-based tools for personal and work-related projects.
Experience with helping video creation is a plus.
Ability to work independently and as part of a team.
Basic project management skills for supporting small projects.

What is there for you?

Time Off: Vacation and public holidays following your country's regulations. Additional 6 PTOs annually for personal rejuvenation.
Health and Wellness: Medical insurance or health care compensation. Paid sick leave to prioritize your well-being.
Professional Development: Top online/offline conferences and mobile industry events. Internal courses for continuous professional development.
Performance and Growth: Micro-management-free and supportive management style. Semi-annual performance review sessions. New career opportunities through our internal mobility program.
Team Engagement: Corporate online events and offline team retreats. Collaboration between teams through shared OKRs. Environment conducive to open dialogue and constructive feedback.
Work Flexibility: Flexible working schedule for a better work-life balance. Remote-first working environment.
Workspace Options: Coworking costs coverage program. Office hubs in key locations for a convenient and productive work environment.

Our Culture

At SplitMetrics, our values are not just words — they guide everything we do. To achieve our ambitious goals and maintain success, we stand united by our core behaviors:

Move Fast
Get Sh*t Done
Build Together
Strive for Transparency
Own What You Do
Learn + Share = Excel

Remote Hiring Guidelines: At SplitMetrics, we welcome team members from various countries. While all our roles are remote, certain positions may have specific eligibility requirements based on location. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Privacy Policy: Please take a moment and see our Applicant and Candidate Privacy Notice before applying. Please note that SplitMetrics may process your personal data as part of this application and further recruitment interaction for up to 365 days thereafter in accordance with the Notice. You can exercise your privacy rights as described in the Notice or by contacting us here.

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